DHL IS THE WORST SERVICE ON EARTH, DO NOT USE IT!!!!

My story dates back to the 4th of April 2018. My fiancé sent me a gift package from Jordan where he stays and he wanted to surprise for my birthday. On the 7th of April I received a call to notify me about a parcel that arrived through DHL, followed by an email billing me for customs charges (+/- R480). I then found out from my fiance about the surprise but he was the one who got the surprise because he sent it via EMS (national post office) so upon arrival it seems like DHL took it over as a 3rd party. All well , he sent me the customs fee which I payed as soon as possible and waited to receive communication concerning delivery. The wait was longer than usual so I made a call to customer service, from one agent to another, I was told that my parcel is being held back and I should be receiving from an investigation officer stating to me why so. I later received an email saying that it is held back because the the invoice on the box does not state two items (dry nuts and batteries) mind you, if EMS received it they could have tracked from their counterpart system in Jordan (the batteries are just a part of another gift labelled accessories and the dry nuts was not even mentioned on the receipt on the box but was added on the computerised version on the EMS system). At this point I was still patient because I could understand that DHL is just following protocol. A so called investigation manager (Lenora Coertze) was tagged in the emails, she hardly responded to my emails until I called she said she is waiting for customs to tell her what to do (first time on the phone she spoke to me irritably and as though I was forcing her to talk, (I thought shame maybe she is having a long day) it was mid April already, they asked me for an amended invoice listing all times which my fiance got for me in the hope this would solve the problem. I waited once again, called, waited, called. The same old ****py answer , waiting for customs. I was finally disturbed. I found their customer service email on their website and filed a complain. I the received back feedback from Akhona Mkhunza (She was at least trying to help and did not address me in an annoying manner) she mentioned that they are attending to the matter, on the same day (for the first time) Lenora phoned me and said that she cannot find my amended invoice on her email, Madam who failed to answer questions or assist lost the email meaning that she was never ever attending to my matter and not doing her job. Akhona was then in contact with me, I made it clear that I refuse to speak to Lenora who seems to be playing with me. Since then, Akhona was communicating back and forth me, (no solution) but some communication was there. She asked me again for another amended invoice that had the value of my items with all the details (once again, my fiance went to EMS to get another one) then she requested a bank statement showing payment for the items (at this point I was so mad and frustrated because all these items were bought from little market stores or of sentimental values so where on earth do we get a bank statement for such! ) I told her so, she said write a letter to customs explaining, I did. I then emailed (end of May) asking about anything new, she said they are still waiting for customs. ( Today is June 7ths) 2 months down the line. I am still waiting like an idiot.

My questions to this nightmare company: 1- What kind of employees do you have? 2-Why did you charge me for taxes the first time befor even scanning? So what was my first payment for if you only found other items after you scanned? 3- Do you even value your customers? 4- Who is going to compensate for our losses if items are not sent or lost or damaged? 5- What kind of communication is this? 6- If customs holds you up, what procedures or measures do you take?

**************** at its best. Worst company. Do not ever use DHL, unless you want to lose breath. I have absolutely no respect for this company.